Complaint about poor broadband services and impolite staff
The broadband services offered by your company has proved (t...b...)in a poor quality for the past two months' performance.
The connectivity is unstable, whichas it always disconnects suddenly. Even (w....) it is connected, the speed is unsatisfactory, which does not match to the 100M promise made by your company. I called to your technian to seek solutions; however, your staff could not provide any solutions and replied rudely. That is why I am disappointed with your company's service.
Since the contract between your company and me still have two more months, I certainly hope you will improve the services and (p.....) a written apology about the poor service and the rudeness of your staff.
Yours faithfully,
Shuring Chan
Replied by Hill, Chak, Jim
Dear Miss Chan,
Re: Complaint about poor broadband services and impolite staff
Thanks for your letter of 8 March.
Firstly, we agree that the broadband service provided in the last two months were not stable and could not meet the standard speed(100M) which we promised before. After our investigation, we found that the reason of the unstable service was due to the cable replacement project. Therefore the stability and the connection speed of the internet service in your region was affected. We appologize for the inconvenience that (...) incurred.
Secondly, we appologize for the rudeness of the staff. Based on the recording of conversation between you and the related technician. We admit that the performance of that staff is not satifactory. We have warned the staff and given certain punishment to him already.
The cable replacement project is finished in your region. We promised that the broadband service can return to the high standard that we used to provide. As for the impoliteness of the staff, we promise that we will provide more training to enhance the customer service quality of our company.
Complaint about poor broadband services and impolite staff
The broadband services offered by your company has proved (t...b...) in a poor quality for the past two months' performance.The connectivity is unstable, which as it always disconnects suddenly. Even (w....) it is connected, the speed is unsatisfactory, which does not match to the 100M promise made by your company. I called to your technian to seek solutions; however, your staff could not provide any solutions and replied rudely. That is why I am disappointed with your company's service.
Since the contract between your company and me still have two more months, I certainly hope you will improve the services and (p.....) a written apology about the poor service and the rudeness of your staff.
Yours faithfully,
Shuring Chan
Replied by Hill, Chak, Jim
Dear Miss Chan,
Re: Complaint about poor broadband services and impolite staff
Thanks for your letter of 8 March.
Firstly, we agree that the broadband service provided in the last two months were not stable and could not meet the standard speed(100M) which we promised before. After our investigation, we found that the reason of the unstable service was due to the cable replacement project. Therefore the stability and the connection speed of the internet service in your region was affected. We appologize for the inconvenience that (...) incurred.
Secondly, we appologize for the rudeness of the staff. Based on the recording of conversation between you and the related technician. We admit that the performance of that staff is not satifactory. We have warned the staff and given certain punishment to him already.
The cable replacement project is finished in your region. We promised that the broadband service can return to the high standard that we used to provide. As for the impoliteness of the staff, we promise that we will provide more training to enhance the customer service quality of our company.
Yours sincerely,
Jim